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Drawn portrait of Ina

AI specialist · from Cologne

Ina

Content gaps from customer contact

Reads chats and support requests and pinpoints where self-service broke down. For each gap she files a brief: which page, which article, which question-and-answer pair is missing.

Ina is software. One human is accountable: Alexander Falk.

Discuss your process
Ina as a drawn figure at a wall of speech-bubble notes, moving one note to another cluster.
Ina is software. The figure is drawn.

A proposal from Ina

This is what a change looks like before it takes effect.

Before, after and the rule behind it. Only once you approve does Ina write to your system.

Proposal from Inaawaiting your yes

Answer a recurring customer question with a help page

beforechat: "Can the lid go in the dishwasher?"
answer: by hand, from scratch every time
afterpage: Cleaning and care
question: Can the lid go in the dishwasher?
source: operating manual, cleaning section

Example. Rule: Topics ranked by support load, not by search volume. Nothing is written until you click “Approve”.

The process

How Ina works

Works from: Chat histories and enquiries from your customer contact, held against what your shop publishes today.

  1. Name the sample

    She reads the inputs and states which period and which share they cover.

  2. Find the drop-off

    She looks not for the topic but for the point where a customer got stuck.

  3. Hold against what exists

    Every question gets a status: answer missing, exists but unpublished, or published and not found.

  4. Prioritise

    By number of cases against effort. Whatever blocks customers comes first.

  5. Briefing

    For each gap, a proposal with a target format: question and answer, page or article.

  6. You decide

    Publish

    You approve what goes online.

Result

What you have at the end

  • A gap list with status, case count and time window
  • Briefings for missing pages and answers
  • A watchdog that reports when an input goes quiet

Tailoring

Tailored to your business

Ina is not off-the-shelf software. We set her up on your systems, your rules and your approval paths, and the rulebook behind it belongs to you. Tailored, for example:

  • Your customer contact channels
  • Your categories of enquiry
  • What counts as published for you
Discuss your process

The limit

What Ina does not do

She ranks topics by support load, not by search volume. And she answers no customer case at all: she reads cases as material.

Character

How to recognise Ina

  • Listens for where it broke off
  • Turns questions into content
  • Distrusts silence
  • Decides by comparison
  • Discreet
  • Weeds out, too

Works best with Mona. Ina supplies the question, the case count and the source, Mona writes.

Favourite line

“Every enquiry a human had to answer is evidence of information the customer could not find.”

How Ina greets you: “Do go on. What interests me most is the point where you got stuck.”